Customer interactions are becoming synonymous with content interactions. Today, all content must be available across all touchpoints to satisfy user intent at every stage of the customer journey.
Leadership advice: Identify gaps or needs that you can help solve for and keep your focus there, rather than wasting energy on things you cannot control.
Lately, I’ve observed a trend of realizing the value in sometimes trying the opposite of original instincts.
The delight when I discover a miscommunicated detail or unexpected dependency is like a treasure hunt, and asking the right question to the right person is the only way to get the next clue!
Documentation is evolving in significant ways, including that it becomes relevant far sooner in the customer journey. I enjoyed sharing my perspective for a piece in the Increment Magazine Documentation issue.
I attended the annual STC Summit to represent as President of the STC San Diego Chapter and to present about Future-Proof Writing – an extension of my Effective Content Framework tailored for the conference theme.